Installer loses connection after restarting

[RB12]

I'm trying to get my Hub 3 set-up for a new broadband account. I've set-up the box and downloaded the connect app which goes through and says it's connecting. It restarts the box about 10 minutes into the install and successfully continues. Then after 30 minutes it restarts the box but the app comes back saying "We can't find your hub". When I retry the install it goes directly to the same message despite being connected via WiFi to the box.

I've tried deleting app data which then went back to the longer process with the same result. Other than the box restarts the green WiFi light is on and the bottom bar flashes green.

Any help would be appreciated, I need to be up and running for work on Monday!

[carl_pearce]

Does the internet connection work?

You don't need the connect app to get up and running.

Plug the HUB into the mains and coax cable, turn on, done.

Try the activation number:

0800 953 9500

[RB12]

Thank you for reply, after a night's sleep I've figured out the cable was connected to the wrong wire coming out of the VM box (the correct one had another wire connected making it look incompatible). Now up and running online 😊